Medical Support Assistant

Summary

The Medical Support Assistant (MSA) in the Community Living Center - functions as serving as an initial point of contact for the units - clinics - patient. Duties included - but not limited to: scheduling patient appointments - tracking - reviewing - and responding to electronic orders and consults in the organizational medical systems. This position requires a practical knowledge of computerized data entry - information processing systems and software related to patient care.

Qualifications

To qualify for this position - applicants must meet all requirements by the closing date of this announcement - 11:59 PM (ET) on 11/21/2025. Medical Support Assistant

Basic Requirements

• Citizenship: Citizen of the United States
• (Non-citizens may be appointed when it is not possible to recruit qualified citizens in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.g.)
• Experience and Education: Experience: Six months experience of clerical - office - customer service - or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position
• OR Education: One year above high school
• OR Experience/Education Combination: Equivalent combination of experience and education are qualifying for entry level for which both education and experience are acceptable
• Certification: None required
• Grandfathering Provision: All MSAs employed in VHA in this occupation on the effective date of this qualification standard are considered to have met all qualification requirements for the title - series - and grade held - which are a part of the basic requirements of the occupation
• For employees who do not meet all the basic requirements required in this standard - but who met the qualifications applicable to the position at the time they were appointed to it - the following provisions apply: Such employees may be reassigned - promoted - or changed to a lower grade within the occupation
• Employees who are appointed on a temporary basis prior to the effective date of the qualification standard may not have their temporary appointment extended or be reappointed - on a temporary or permanent basis - until they fully meet the basic requirements of the standard
• If an employee who was converted to Title 38 hybrid status under this provision leaves the occupation - the employee loses protected status and must meet the full VA qualification standard requirements in effect at the time of reentry to the occupation
• Foreign Education: To be creditable - education completed outside the U.S. must have been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education must have been deemed at least equivalent to that gained in conventional U.S. programs
• Physical Requirements: See VA Directive and Handbook 5019
• English Language Proficiency: MSAs must be proficient in spoken and written English in accordance with VA Handbook 5005 - Part II - Chapter 3 - Section A - paragraph 3.j
• Grade Determinations: Knowledge of MSA Practices: To be creditable - the experience must have demonstrated the knowledge - skills and abilities (KSAs) associated with current MSA responsibilities or an equivalent administrative patient support role in a non-VA medical inpatient or outpatient setting
• Experience satisfying this requirement may be paid/non-paid employment as an MSA or an equivalent position in a non-VA hospital or clinic setting
• Quality of Experience: Qualifying experience must be at a level comparable to MSA experience or equivalent administrative clinical support role in a non-VA medical inpatient or outpatient setting at the next lower grade level
• For all assignments above the full performance level - the higher-level duties must consist of significant scope - administrative independence - complexity (difficulty) - and range of varieties as described in this standard - at the specified grade level and be performed by the incumbent at least 25% of the time
• Part-Time Experience: Part-time experience as an MSA or equivalent administrative patient support in a non-VA medical inpatient or outpatient setting is creditable according to its relationship for the full-time workweek
• For example - an MSA employed 20 hours a week - or on a 1/2-time basis - would receive one full-time workweek of credit for each two weeks of service
• GS-3 Grade Experience or Education (Entry Level): None beyond the basic requirements
• AND Demonstrated Knowledge - Skills - and Abilities (KSAs): Candidates must demonstrate all of the KSAs below
• Ability to meet - communicate - and interact with individuals in a courteous and helpful manner in order to give instructions and arrange appointments
• Ability to utilize computer systems to enter administrative data in patient systems
• Ability to learn and utilize basic medical terminology to record patient messages and physician requests pertaining to follow-up medical care
• GS-4 Grade Experience (Developmental Level): One year of experience in clerical - office - customer service - or other administrative work that indicates the ability to acquire the particular knowledge and skills needed to perform the duties of the position
• OR Education: Two years of education above high school
• AND Demonstrated Knowledge - Skills - and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: Ability to meet - communicate - and interact with individuals from varying backgrounds and other health care team members in a courteous and helpful manner in order to facilitate medical care for patients
• Ability to use - and navigate between - various types of office automation equipment and software (i.e. - computer systems - web-based scheduling programs
• insurance collection system
• scanning software - multiple line phone systems
• electronic faxing programs) to support patient care
• Knowledge of basic medical terminology to assist in the provision of care to patients
• Skill in recording patient messages and understanding physician requests pertaining to follow-up medical care in internal or external clinics
• GS-5 Grade Experience (Full Performance Level): One year of experience equivalent to the GS-4 grade level
• OR - Education: Four years of education above high school
• AND Demonstrated Knowledge - Skills - and Abilities (KSAs): Candidates must demonstrate all of the KSAs below: Ability to operate computerized programs and systems in order to enter - modify - and retrieve sensitive medical and patient identifying information (PII) into or from electronic health records - scheduling systems - and/or reports
• Advanced knowledge of medical terminology specific to understand medical diagnosis and procedures sufficient to communicate clinical staff instructions to patients
• Ability to schedule medical appointments in a clinical setting
• Ability to work independently in the accomplishment of a wide variety of duties performing patient support work
• Ability to communicate effectively and professionally in person - electronically - and/or by telephone - with internal and external customers
• Skill in customer service with the ability to identify customer concerns - and refer to the appropriate staff - as necessary - to ensure a satisfactory resolution
• References: VA Handbook 5005/53 - Part II - Appendix G45 The full performance level of this vacancy is GS-5 Physical Requirements: The work is primarily sedentary - however - there may be some walking - standing - bending and transporting items under 20 pounds
• Works extensively in the hospital computer system
• You will be asked to participate in a pre-employment examination or evaluation as part of the pre-employment process for this position
• Questions about physical demands or environmental factors may be addressed at the time of evaluation or examination.
  
  

Duties

• VA Careers - Medical Support Assistant: https://youtube.com/embed/EE9c4XkaELo Total Rewards of a Allied Health Professional Major duties include (but not limited to): Customer Service Greet and check in patients - assist patients with mobile check-in if needed
• Gather medical information if needed
• Refer patients to appropriate member of health care team as needed
• Report backlogs - difficulties in meeting deadlines - uncooperative physicians
• Document complaints
• Ability to identify customer's concerns - perform the tasks required to resolve the issues accurately and timely - and follow-up as necessary to ensure a satisfactory resolution
• Perform receptionist duties Monitor copying and faxing
• Answer and route incoming phone calls
• Validate and update demographics
• Verify insurance information in ICB Scheduling Expectations Follow the current VA Scheduling Directive and Minimum Scheduling efforts Administrative duties Checks Recall Reminder lists to avoid delinquencies
• Prepare for clinic including printing appointment and clinic lists
• Ensure encounter forms are completed
• Ensure return to clinics orders are completed daily
• Routinely review of active/pending consults daily
• Interpret - verify - and disposition of provider orders
• Complete reports
• Record meeting minutes - scribe with co-signer
• Monitor appointments for area of responsibility
• Process all transfers to other facilities
• Monitor Audio care
• Perform basic eligibility requirements
• Maintenance of warehouse supplies and clinic forms Special Duties as assigned Work Schedule: 40 hours per week - Monday-Friday
• Duty hours will vary and will be discussed during the interview process
• Pay: Competitive salary and regular salary increases
• When setting pay - a higher step rate of the appropriate grade may be determined after consideration of higher or unique qualifications or special needs of the VA (Above Minimum Rate of the Grade)
• Paid Time Off: 37-50 days of annual paid time offer per year (13-26 days of annual leave - 13 days of sick leave - 11 paid Federal holidays per year) Selected applicants may qualify for credit toward annual leave accrual - based on prior [work experience] or military service experience
• Parental Leave: After 12 months of employment - up to 12 weeks of paid parental leave in connection with the birth - adoption - or foster care placement of a child
• Child Care Subsidy: After 60 days of employment - full time employees with a total family income below $144 -000 may be eligible for a childcare subsidy up to 25% of total eligible childcare costs for eligible children up to the monthly maximum of $416.66
• Retirement: Traditional federal pension (5 years vesting) and federal 401K with up to 5% in contributions by VA Insurance: Federal health/vision/dental/term life/long-term care (many federal insurance programs can be carried into retirement) Telework: Not available Virtual: This is not a virtual position
• Functional Statement #: 000000 Permanent Change of Station (PCS): Not Authorized